{
  "ucid": "21112178895399171",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 17:09:50",
  "end_time": "2026-09-09 17:11:58",
  "duration_sec": 128,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Not_Answered",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA57743c2b72c84abc6620a21d3969c293.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 451,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178895399171__DIA57743c2b72c84abc6620a21d3969c293.mp3",
  "audio_bytes": 280800,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 93.6,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] AGENT: Hello.   (हॅलो)\n[3s] CUSTOMER: Hello, are you speaking from Process Equipments?   (हॅलो, ये प्रोसेस इक्विपमेंट्स से बात कर रहे है?)\n[5s] AGENT: Yes.   (हां।)\n[5s] AGENT: I was calling from JSW One, sir. Namaskar.   (जेएसडब्ल्यू वन से बात कर रहा था सर, नमस्कार।)\n[8s] CUSTOMER: Namaste, tell me.   (नमस्ते, बोलिए।)\n[9s] AGENT: Do you have two minutes to talk, sir?   (दो मिनट है सर बात करने के लिए?)\n[10s] CUSTOMER: Yes, tell me.   (हां, बोलिए।)\n[11s] AGENT: Sir, your account has been registered for a long time. Are you looking for anything in it now, HR, CR, anything for material procurement?   (सर ये आपका अकाउंट काफी टाइम से रजिस्टर्ड था, इसमें कुछ देख रहे हैं अभी एचआर, सीआर, एनीथिंग मटेरियल प्रोक्योरमेंट के लिए?)\n[16s] CUSTOMER: There is a material requirement, but what happens with you is... the rate... first, it's not available. If it is available, the rate is high compared to other suppliers. That's why we have never placed an order.   (मटेरियल रिक्वायरमेंट रहती है लेकिन आपका क्या है रेट एक तो मिलता नहीं है, मिलता है तो रेट ज्यादा आता है बाकी सप्लायर से, इसके लिए कभी ऑर्डर दिया नहीं हमने।)\n[23s] AGENT: Sir, how much was your last requirement? I mean, when did you give it? Any idea? To us?   (आपका सर ये लास्ट टाइम कितना मतलब आपने रिक्वायरमेंट दिया था? मतलब कब दिया था कुछ आईडिया? अपने को?)\n[27s] CUSTOMER: It's been a long time. Right now, there is one requirement. If you are interested, I'll tell you.   (टाइम हो गया। अभी फिलहाल में एक है रिक्वायरमेंट, आप इंटरेस्टेड हो तो बताता हूं।)\n[31s] AGENT: I will... tell me the requirement, sir.   (मैं आपको, बताओ सर रिक्वायरमेंट।)\n[34s] CUSTOMER: I needed SA 516 material. SA 516 Grade 70.   (एसए फाइव वन सिक्स का मटेरियल चाहिए था। एसए फाइव वन सिक्स ग्रेड सेवेंटी।)\n[36s] AGENT: Which grade?   (कौन सा ग्रेड?)\n[37s] CUSTOMER: SA 516.   (एसए फाइव वन सिक्स।)\n[39s] AGENT: SA?   (एसए?)\n[40s] CUSTOMER: Yes, SA 516 Grade 70.   (हां, एसए फाइव वन सिक्स ग्रेड सेवेंटी।)\n[43s] AGENT: Grade 70. What is the quantity for this, sir?   (ग्रेड सेवेंटी। क्वांटिटी क्या है सर इसका?)\n[45s] CUSTOMER: It's 5 ton.   (पांच टन है।)\n[47s] AGENT: Five ton.   (पांच टन।)\n[48s] AGENT: We won't be able to provide SA 516, sir. We can provide IS 2062.   (एसए फाइव वन सिक्स सर तो नहीं दे पाएंगे, आईएस टू जीरो सिक्स टू दे पाएंगे।)\n[52s] CUSTOMER: No, then there is no requirement for that.   (नहीं, फिर उसका रिक्वायरमेंट नहीं है।)\n[54s] AGENT: That is, sir... it's a specific grade. The quantity also needs to be higher for that. 5 ton won't be possible.   (वो तो सर उसके स्पेसिफिक ग्रेड है। क्वांटिटी भी ज्यादा ही चाहिए उसके लिए तो। पांच टन नहीं हो पाएगा।)\n[58s] CUSTOMER: Okay.   (ठीक है।)\n[58s] AGENT: Okay.   (ओके।)\n[59s] CUSTOMER: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 26,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the agent's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "26 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When the customer immediately raised a price objection, you missed the chance to handle it and instead changed the subject. Acknowledge their concern before proceeding.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 1,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": null,
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "spec_not_available",
  "supply_details": "Customer required SA 516 Grade 70, which the agent confirmed is a specific grade that is not available.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer immediately objected to JSW's historical pricing. They then shared a current requirement for 5 tons of SA 516 Grade 70. The agent correctly identified this as a specific grade that is not available and also noted the quantity was below the minimum for such an item. The call ended without any next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I was calling from JSW One, sir. Namaskar. Do you have two minutes to talk, sir?\", \"comment\": \"Agent identified the company and asked for permission, which was granted.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead asking a generic discovery question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the call went straight to a specific requirement from the customer.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended after the requirement was disqualified; no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Are you looking for anything in it now, HR, CR, anything for material procurement?\", \"comment\": \"Agent asked for a requirement and, when given one, captured grade and quantity before confirming it was unavailable.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with 'Okay' after the requirement was disqualified, with no next step proposed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer immediately raised a price objection, you missed the chance to handle it and instead changed the subject. Acknowledge their concern before proceeding.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": true, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": null, \"catalogue_status\": \"not_available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer required SA 516 Grade 70, which the agent confirmed is a specific grade that is not available.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"If it is available, the rate is high compared to other suppliers.\", \"response\": \"Sir, how much was your last requirement? I mean, when did you give it?\"}], \"call_summary\": \"The customer immediately objected to JSW's historical pricing. They then shared a current requirement for 5 tons of SA 516 Grade 70. The agent correctly identified this as a specific grade that is not available and also noted the quantity was below the minimum for such an item. The call ended without any next steps.\"}",
  "error": null,
  "latency_ms": 40034,
  "input_tokens": 3443,
  "output_tokens": 820,
  "created_at": "2026-09-25 11:12:52",
  "sentiment": "neutral",
  "sentiment_score": -0.148,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 8,
  "lex_hits": 9,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.518,
  "agent_talk_sec": 24.7,
  "customer_talk_sec": 23.0,
  "dead_air_sec": 80.3,
  "longest_monologue_sec": 4.3,
  "agent_wpm": 284.2,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 12,
  "discovery_qs": 9,
  "words_agent": 117,
  "words_customer": 97,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178895399171",
      "idx": 0,
      "speaker": "agent",
      "start_s": 1.81,
      "end_s": 2.11,
      "text_en": "Hello.",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178895399171",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.8,
      "end_s": 4.48,
      "text_en": "Hello, are you speaking from Process Equipments?",
      "text_native": "हॅलो, ये प्रोसेस इक्विपमेंट्स से बात कर रहे है?"
    },
    {
      "ucid": "21112178895399171",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.63,
      "end_s": 4.83,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.37,
      "end_s": 7.18,
      "text_en": "I was calling from JSW One, sir. Namaskar.",
      "text_native": "जेएसडब्ल्यू वन से बात कर रहा था सर, नमस्कार।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.58,
      "end_s": 8.28,
      "text_en": "Namaste, tell me.",
      "text_native": "नमस्ते, बोलिए।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.7,
      "end_s": 10.1,
      "text_en": "Do you have two minutes to talk, sir?",
      "text_native": "दो मिनट है सर बात करने के लिए?"
    },
    {
      "ucid": "21112178895399171",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.29,
      "end_s": 10.79,
      "text_en": "Yes, tell me.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.47,
      "end_s": 15.8,
      "text_en": "Sir, your account has been registered for a long time. Are you looking for anything in it now, HR, CR, anything for material procurement?",
      "text_native": "सर ये आपका अकाउंट काफी टाइम से रजिस्टर्ड था, इसमें कुछ देख रहे हैं अभी एचआर, सीआर, एनीथिंग मटेरियल प्रोक्योरमेंट के लिए?"
    },
    {
      "ucid": "21112178895399171",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.2,
      "end_s": 22.88,
      "text_en": "There is a material requirement, but what happens with you is... the rate... first, it's not available. If it is available, the rate is high compared to other suppliers. That's why we have never placed an order.",
      "text_native": "मटेरियल रिक्वायरमेंट रहती है लेकिन आपका क्या है रेट एक तो मिलता नहीं है, मिलता है तो रेट ज्यादा आता है बाकी सप्लायर से, इसके लिए कभी ऑर्डर दिया नहीं हमने।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 9,
      "speaker": "agent",
      "start_s": 23.26,
      "end_s": 27.0,
      "text_en": "Sir, how much was your last requirement? I mean, when did you give it? Any idea? To us?",
      "text_native": "आपका सर ये लास्ट टाइम कितना मतलब आपने रिक्वायरमेंट दिया था? मतलब कब दिया था कुछ आईडिया? अपने को?"
    },
    {
      "ucid": "21112178895399171",
      "idx": 10,
      "speaker": "customer",
      "start_s": 27.0,
      "end_s": 30.8,
      "text_en": "It's been a long time. Right now, there is one requirement. If you are interested, I'll tell you.",
      "text_native": "टाइम हो गया। अभी फिलहाल में एक है रिक्वायरमेंट, आप इंटरेस्टेड हो तो बताता हूं।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 11,
      "speaker": "agent",
      "start_s": 31.14,
      "end_s": 32.98,
      "text_en": "I will... tell me the requirement, sir.",
      "text_native": "मैं आपको, बताओ सर रिक्वायरमेंट।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 12,
      "speaker": "customer",
      "start_s": 33.56,
      "end_s": 35.9,
      "text_en": "I needed SA 516 material. SA 516 Grade 70.",
      "text_native": "एसए फाइव वन सिक्स का मटेरियल चाहिए था। एसए फाइव वन सिक्स ग्रेड सेवेंटी।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 13,
      "speaker": "agent",
      "start_s": 36.3,
      "end_s": 36.9,
      "text_en": "Which grade?",
      "text_native": "कौन सा ग्रेड?"
    },
    {
      "ucid": "21112178895399171",
      "idx": 14,
      "speaker": "customer",
      "start_s": 37.0,
      "end_s": 39.2,
      "text_en": "SA 516.",
      "text_native": "एसए फाइव वन सिक्स।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 15,
      "speaker": "agent",
      "start_s": 39.2,
      "end_s": 39.8,
      "text_en": "SA?",
      "text_native": "एसए?"
    },
    {
      "ucid": "21112178895399171",
      "idx": 16,
      "speaker": "customer",
      "start_s": 40.2,
      "end_s": 42.2,
      "text_en": "Yes, SA 516 Grade 70.",
      "text_native": "हां, एसए फाइव वन सिक्स ग्रेड सेवेंटी।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 17,
      "speaker": "agent",
      "start_s": 42.7,
      "end_s": 44.8,
      "text_en": "Grade 70. What is the quantity for this, sir?",
      "text_native": "ग्रेड सेवेंटी। क्वांटिटी क्या है सर इसका?"
    },
    {
      "ucid": "21112178895399171",
      "idx": 18,
      "speaker": "customer",
      "start_s": 45.0,
      "end_s": 45.7,
      "text_en": "It's 5 ton.",
      "text_native": "पांच टन है।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 19,
      "speaker": "agent",
      "start_s": 46.7,
      "end_s": 47.2,
      "text_en": "Five ton.",
      "text_native": "पांच टन।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 20,
      "speaker": "agent",
      "start_s": 48.2,
      "end_s": 51.3,
      "text_en": "We won't be able to provide SA 516, sir. We can provide IS 2062.",
      "text_native": "एसए फाइव वन सिक्स सर तो नहीं दे पाएंगे, आईएस टू जीरो सिक्स टू दे पाएंगे।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 21,
      "speaker": "customer",
      "start_s": 51.6,
      "end_s": 53.1,
      "text_en": "No, then there is no requirement for that.",
      "text_native": "नहीं, फिर उसका रिक्वायरमेंट नहीं है।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 22,
      "speaker": "agent",
      "start_s": 53.6,
      "end_s": 57.4,
      "text_en": "That is, sir... it's a specific grade. The quantity also needs to be higher for that. 5 ton won't be possible.",
      "text_native": "वो तो सर उसके स्पेसिफिक ग्रेड है। क्वांटिटी भी ज्यादा ही चाहिए उसके लिए तो। पांच टन नहीं हो पाएगा।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 23,
      "speaker": "customer",
      "start_s": 57.6,
      "end_s": 58.2,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 24,
      "speaker": "agent",
      "start_s": 58.2,
      "end_s": 58.6,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178895399171",
      "idx": 25,
      "speaker": "customer",
      "start_s": 59.1,
      "end_s": 59.4,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178895399171",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I was calling from JSW One, sir. Namaskar. Do you have two minutes to talk, sir?",
      "comment": "Agent identified the company and asked for permission, which was granted."
    },
    {
      "ucid": "21112178895399171",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not lead with a supply or price hook, instead asking a generic discovery question."
    },
    {
      "ucid": "21112178895399171",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked; the call went straight to a specific requirement from the customer."
    },
    {
      "ucid": "21112178895399171",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended after the requirement was disqualified; no USPs were pitched."
    },
    {
      "ucid": "21112178895399171",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Are you looking for anything in it now, HR, CR, anything for material procurement?",
      "comment": "Agent asked for a requirement and, when given one, captured grade and quantity before confirming it was unavailable."
    },
    {
      "ucid": "21112178895399171",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly with 'Okay' after the requirement was disqualified, with no next step proposed."
    }
  ],
  "objections": [
    {
      "ucid": "21112178895399171",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "If it is available, the rate is high compared to other suppliers.",
      "response": "Sir, how much was your last requirement? I mean, when did you give it?"
    }
  ],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}